Customer Service Information Technology

Name: Raden Gunawan

Contact No: +** - 813********

Email Address: ************@*******.***

Education:

- SMA 24 (Senior High School) 1986 – 1989

- The Hotel and Tourism Training Institute, Nusa Dua, Bali or Balai Pengembangan dan Latihan Pariwisata ( BPLP ) Nusa Dua, Bali (1990 – 1991) Objective:

Highly experienced over 21 years of customer service expertise in various industries including Real Estate, Hospitality, Hotel, Apartment, Information Technology, Telecommunication, Medical Tourism, Medical Evacuation, and Insurance. A dedicated and trustworthy professional with a strong problem-solving ability and a commitment to providing excellent service. Eager to learn new business and product knowledge.

Key Skills and Competencies

• Knowledge of Microsoft office applications and operating systems.

• Able to diplomatically manage customer's expectation.

• Excellent customer facing, communication and rapport building skills

• Able to prioritize in a complex, fast-paced environment

• Good presentation and facilitation skills.

• Ability to work shifts and weekends - occasional overtime / overnight.

• Excellent telephone manner and customer service skills. Relevant previous Job Experiences for the vacancy : Medical Tourism Account Manager at docdoc.com (Jakarta Indonesia) From Jan 2016 – Nov 2016

Duties and Responsibilities

• Determine and acknowledge what customer need and request to get best doctors with the best service and the best price for their healthcare

• Managed and follow up all accounts inquiry from live chat, website online request and telephone call

• Coordinated with all verified 50500 doctors, 420 clinics and 55 Hospitals around Asia to support customer’s need, appointment and request

• Coordinated with our in house medical adviser whenever customer need consultation and second opinion

• Updated all information, outbound call and correspondence of customer request on the system

Healthcare Operational Quality Control at Asia Assistance International (Jakarta Indonesia)

From Sept 2015 – Jan 2016

Duties and Responsibilities

• Setting up and meeting to new clients

• Managed Daily, Wrong key in or mistaken, Punishment or Rewards and Monthly Report of all Healthcare Operational to CEO.

• Managed All Clients Monthly TAT

• Create, Review and Summary All Healthcare ICP and SOP based on each of Client's SLA

• Prepared and presentation of Weekly and Monthly Report to CEO Roadside Assistant Manager at Asia Assistance International (Jakarta Indonesia) From Dec 2014 – August 2015

Duties and Responsibilities

• Recruit Roadside Panels such as: Towing Trucks Company and Workshop for mechanics

• Work as teamwork to recruit and goals

• Prepare Weekly Report and Monthly Report

• Visit all locals and domestic panels

• Maintain the Relationship to all Panels

• Collect all Panels Legalities and information

• Prepare all documents, Agreement letter and Appointment Letter to Towing and Workshop Panels

• Maintain and update all Panels database

International Medical Assistance Unit Head at Asia Assistance International (Jakarta Indonesia)

From June 2014 – Nov 2015

Duties and Responsibilities

• Motivate own team and monitor performance to meet with KPI’s.

• Monitor individual calls of own team, provide feedback and on the job coaching when needed or refer to Quality Monitor for assistance from Trainers.

• Evaluate effectiveness of training received by team members and provide feedback to Trainers.

• Be the first point of contact for all queries, questions and issues from own team.

• Responsible for ensuring that all notices and memos etc. Communicated to own team.

• Responsible for identifying issues which may become the subject of investigation in relation to potential disciplinary and grievance issues to be handled in conjunction with HR.

• Handling Work flow from International Medical Assistant

• Handling incoming / outgoing communications (phone calls, email, faxes) notably from international clients and / or patients requiring medical help in Indonesia and South East Asia

• Identifying the request (medical assistance, coverage of medical expenses, medical evacuation, etc...)

• Proceeding the request in activating our medical team and all type of providers around South East Asia with a permanent attention to costs and efficiency

• Arranging medical evacuations for local Hospital or overseas Hospital(with ground Ambulance, commercial flight or air ambulance)

• Answering to all our dedicated phone lines (for insurance, Assistance Company or various clients)

• Coordinating and following up the case with international clients.

• Make Quotation price Air Ambulance for local and international Flight.

• Coordinate with Medical team for local ground Ambulance.

• Place Letter of Guarantee for hospitalization at Hospitals and ground transportation companies.

• Coordinate with all teams for Repatriation mortal remains. International Medical International Assistant Manager at Asia Assistance International

(Jakarta Indonesia)

From May 2013 – June 2014

Duties and Responsibilities

• Motivate own team and monitor performance to meet with KPI’s.

• Monitor individual calls of own team, provide feedback and on the job coaching when needed or refer to Quality Monitor for assistance from Trainers.

• Evaluate effectiveness of training received by team members and provide feedback to Trainers.

• Be the first point of contact for all queries, questions and issues from own team.

• Responsible for ensuring that all notices and memos etc. Communicated to own team.

• Responsible for identifying issues which may become the subject of investigation in relation to potential disciplinary and grievance issues to be handled in conjunction with HR.

• Handling Work flow from International Medical Assistant

• Handling incoming / outgoing communications (phone calls, email, faxes) notably from international clients and / or patients requiring medical help in Indonesia and South East Asia

• Identifying the request (medical assistance, coverage of medical expenses, medical evacuation, etc...)

• Proceeding the request in activating our medical team and all type of providers around South East Asia with a permanent attention to costs and efficiency

• Arranging medical evacuations for local Hospital or overseas Hospital(with ground Ambulance, commercial flight or air ambulance)

• Answering to all our dedicated phone lines (for insurance, Assistance Company or various clients)

• Coordinating and following up the case with international clients.

• Make Quotation price Air Ambulance for local and international Flight.

• Coordinate with Medical team for local ground Ambulance.

• Place Letter of Guarantee for hospitalization at Hospitals and ground transportation companies.

• Coordinate with all teams for Repatriation mortal remains. Call Center Supervisor at Asìa Assistance International (Jakarta Indonesia) From Nov 2012 – May 2013

Duties and Responsibilities

• Motivate own team and monitor performance to meet with KPI’s

• Monitor individual calls of own team, provide feedback and on the job coaching when needed or refer to Quality Monitor for assistance from Trainers

• Be the first point of contact for all queries, questions and issues from own team

• Responsible for ensuring that all notices and memos etc. communicated to own team

• Handling incoming / outgoing communications (phone calls, email, faxes) notably from international clients and / or patients requiring medical help in Indonesia and South East Asia

• Identifying the request (medical assistance, coverage of medical expenses, medical evacuation, etc...)

• Answering to all our dedicated phone lines (for insurance, Assistance Company or various clients)

• Coordinating and following up the case with international clients. Operation Coordinator at Global Assistance Healthcare (Jakarta Indonesia) From Nov 2011 – June 2012

Duties and Responsibilities

• Handling incoming / outgoing communications (phone calls, email, faxes) notably from international clients and / or patients requiring medical help in Indonesia and South East Asia

• Identifying the request (medical assistance, coverage of medical expenses, medical evacuation, etc...)

• Proceeding the request in activating our medical team and all type of providers around South East Asia with a permanent attention to costs and efficiency

• Arranging medical evacuations for local Hospital or overseas Hospital(with ground Ambulance, commercial flight or air ambulance)

• Answering to all our dedicated phone lines (for insurance, Assistance Company or various clients)

• Coordinating and following up the case with international clients

• Make Quotation price Air Ambulance for local and international Flight

• Coordinate with Medical team for local ground Ambulance

• Place Letter of Guarantee for hospitalization at Hospitals and ground transportation companies

• Coordinate with all teams for Repatriation mortal remains IT Support Consultant Digi-Telecom (Shah Alam, Malaysia) From Feb 2008-Sep 2010

Duties and Responsibilities

• Handling and solving any customers issue and complaints.

• Coordinating services by liaison of Customer and Company.

• Providing technical support over the phone to all IT users.

• Handling incoming incidents via the phone / e-mail promptly and effectively.

• Diagnosing and resolving a wide range of technical issues over the phone.

• Take ownership of a call and seeing it through to closure.

• Escalating calls and issues where necessary to service delivery manager & team leaders.

IT Support/Customer service Call Center at IBM Malaysia (Cyberjaya, Putrajaya, Malaysia) From July 2003-July 2006

Duties and Responsibilities

• Handling problems and complaints.

• Coordinating services by liaison between Customer and Company

• Input data entry to system for engineering to solve customer problems.

• Assigning engineer from all platform such as banking,PC, x-series, printer,

• mainframe, s400 or i-series and RISC 6000 or p-series Customer service P.T.Bungamawarsel (Jakarta Indonesia) From Sep 2001-Mar 2003.

Duties and Responsibilities

• Handling problems and complaints.

• Coordinating services by liaison between client and Company.

• Coordinating Customer service officers.

Current and other work experiences:

Freelance IT Support at Express Communication Services ( Excoms) London, UK for any of Jakarta Project, Indonesia.

From May 2019 – Present

Duties and Responsibilities

• Install and configure desktop Windows OS and Linux OS

• Troubleshoot all desktop installed software

• Identify network problems involving desktop or laptop computers

• Manage accurate inventory of desktop hardware

• Configure desktop hardware and software for new and existing users

• Resolve moderate end-user hardware/software problems including remote access software

• Ensure desktop software license compliance

• Resolve technical problems with desktop equipment and software

• Maintain desktop software and hardware and also support mobile workforce

• Perform installation, configuration and upgrades on desktop hardware and software

• Install new hardware, software and upgrades on desktop computers, and laptops

• Customize desktop applications to meet user

• Build and configure desktop and laptop computers for new users

• Work primarily with desktop, and laptop hardware and software

• Perform onsite technical support to address desktop/laptop issues

• Troubleshoot computer hardware and software problems

• Provide expert level support of all desktop and network hardware and software applications

• Resolve technical hardware and software installation issues

• Resolve technical problems with desktop computing equipment and software Windows 10 Deployment at Express Communication Services ( Excoms) London, UK for Jakarta Project, Indonesia.

From May 14, 2019 – May 17, 2019

Duties and Responsibilities

• Install and configure desktop software

• Troubleshoot all desktop installed software

• Identify network problems involving desktop or laptop computers

• Manage accurate inventory of desktop hardware

• Configure desktop hardware and software for new and existing users

• Ensure desktop software license compliance

• Resolve technical problems with desktop equipment and software

• Perform installation, configuration and upgrades on desktop hardware and software

• Install new hardware, software and upgrades on desktop computers, and laptops

• Customize desktop applications to meet user

• Build and configure desktop and laptop computers for new users

• Perform onsite technical support to address desktop/laptop issues

• Troubleshoot computer hardware and software problems Freelance IT Engineering (Jakarta Indonesia)

From Oct 2010 – present

Duties and Responsibilities

• Installing and Reinstalling OS Windows XP,7,8.1,10

• Back up and restore data from previous back up data or Compact Disc / Hard Disk

• Upgrading the entire system to enable compatible software on all computers

• Software installation and OS Image Deployment

• Troubleshooting desktop computers and laptops

• Hardware asset inventory, provide all hardware to employees like screens, docking stations, keyboard, mouse, headphones, bags, phones, laptops, printer accessories.

• Providing 1st level of support.

• Imaging workstations for new deployments.

• Sending/ receiving IT equipment’s.

• Ensuring the integrity between the databases and physical inventory.

• Support local Users IT related issues, change hardware, install software, and installation, upgrade Anti-virus, etc.

Business Consultant Trainer at PT.Rimbadana (Jakarta Indonesia) From Dec 2000 - Aug 2001

Duties and Responsibilities

• Trading Analysis.

• Coordinating with Fund Managers.

• Explaining to Client or investor the Company affiliated with Jacom or Japan Commodity.

Customer Service Officer / Foreign time-share (Jakarta Indonesia) From May to November 2000

Duties and Responsibilities

• Signing the agreement on behalf the company with clients and ensured its Legally and Binding.

• Explaining that the company is authorized marketing company of Emperor Resorts International Ltd.

• Collect payments and settlements clients’ accounts. Customer service Manager foreign time-share at Vakansi Megah (Jakarta Indonesia) From Feb 1997 to April 2000

Duties and Responsibilities

• Signing the agreement on behalf of the company with clients and ensured its Legally and Binding.

• Explaining that the company is authorized marketing company of International Vacation Ownership (IVO) and the resort is affiliated with Resorts and Condominium International

(RCI).

• Explaining that the company has appointed independent trustee Hutchinson and Co.

• Trust Company, to make sure the obligation of the developer for occupation of each member.

Concierge at five stars Ascott Service Apartment (Jakarta Indonesia) From Jun to Jan 1997

Duties and Responsibilities

• Selling the rooms and settlements of guest’s accounts

• Handling and solving guest’s problems and complaints.

• Coordinating guests services by liaison between front office and all departments. Property/Telephone operator at one of DharmalaIntiland Estate Group (Jakarta Indonesia) from Mar 1994 Dec 1996

Duties and Responsibilities

• Selling and showing the House unit and settlements of guest’s accounts.

• Handling and solving guest’s problems and complaints.

• Coordinating tenants / members services by liaison between front office and all departments.

Receptionist and Telephone Operator at ThreeStars Sanno Hotel (Jakarta Indonesia) from Oct to Dec 1993

Duties and Responsibilities

• Selling the rooms and settlements of guest’s accounts.

• Handling and solving guest’s problems and complaints.

• Coordinating guests services by liaison between front office departments.

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